Head of Customer Experience (f/m/d) @MYTHERESA
Since January 2021 we are a listed company on the New York Stock Exchange. More than 1,200 employees from over 70 countries work passionately to provide the best shopping experience.
Creating a strong as well as a diverse and inclusive team is essential for Mytheresa. For us your expertise and motivation matter more than your individual walk of life. Mytheresa ensures a fast and equal hiring process.
To support team Customer Experience we are searching for the Head of Customer Experience (f/m/d) to be based in our Munich office.
WHAT YOU WILL DO
CX Strategy & Scale: Drive brand-wide CX across Customer Intelligence, Customer Journey & Communication, and Engagement.
Insights to Action: Translate NPS, sentiment platforms (Trustpilot), focus groups, and test orders into Tech, Product, and Ops roadmaps.
Top-Client Growth: Partner with Personal Shopping to boost VIP retention, clienteling, and luxury extensions (Jewelry care, circular resale).
Governance & UX: Set global CX standards across touchpoints, optimize digital UX, and design critical delay protocols.
Executive Alignment: Align CRM, Tech, Marketing, and Ops using centralized analytics to eliminate operational duplication.
Post-Purchase Efficiency: Streamline post-purchase flows and self-service options to reduce support costs and protect margins.
Team Leadership: Build, mentor, and scale a high-performing CX specialist team using agile methodologies.
WHO YOU ARE
Experience: Proven CX or Ops leadership in luxury fashion, e-commerce, or hospitality with strong LTV impact.
Execution: Able to bridge high-level C-suite strategy with deep-dive operational problem-solving.
Data & Commercial Acumen: Tracks CX metrics (NPS, CSAT) directly to revenue KPIs (AOV, Retention, CAC, Margin).
MarTech Skills: Proficient with modern CX platforms, CRM/BI tools, and AI-driven insights platforms.
Languages: Fluent English; German, Arabic, or Mandarin/Cantonese is a plus.
WHAT WE OFFER
Up to 32 days of holiday, depending on the length of service, starting with 28 days
Mobile office with up to 20% of your total contracted hours (job and position permitting)
10 days/year of mobile office abroad in EU-countries (job and position permitting)
Language courses
Staff discount of up to 30%
Company pension scheme
Discounted membership for selected sports platforms & gyms
Discounted travel card
Individual support on mental health & well-being (e.g. compatibility work and family life)
Social Day
Employee Share Purchase Plan
